Effective feedback, complaints and appeals processes that lead to improvements in service delivery.
The organisation listens to people and takes on feedback as a source of ideas for improving services and other activities. It includes the way the organisation responds to complaints from people using services and their right to have complaints fairly assessed and acted upon.
The organisation has fair, accessible and accountable feedback, complaints and appeals processes.
The organisation effectively communicates feedback, complaints and appeals processes to people using services and other relevant stakeholders.
People using services and other relevant stakeholders are informed of and enabled to access any external avenues or appropriate supports for feedback, complaints or appeals processes and assisted to understand how they access them.
The organisation demonstrates that feedback, complaints and appeals processes lead to improvements within the service and that outcomes are communicated to relevant stakeholders.